More feedback on RT tickets

I noticed torley point out this, in the info thread about the linden answers forum:


I think everyone would be much happier if replies were sent out to every single ticket as it is closed, no matter how short or negative the response is. At least then you know someone looked at your case.

I have several friends who have repeatedly tried to clear their names after they've gotten banned for what i think is minor offenses. They never hear back. I think it's sad that there is no way for them to get back into the world they love so much, i'm fairly certain they would even pay a penalty fee (a bail of sorts) if it got their accounts reopened.

I realize you are severely understaffed and can't spend the time on abuse management that you could before, but i'm still holding out hope that disciplinary actions can go back to being less harsh than they are now.

(hey, at least it's not another question about copybot)

Not a copybot question!

Although I don't think it's widely believed, we have in fact reversed decisions about banning accounts. However, when we make a decision to ban someone's account, it's after an extensive review of supporting information (chat logs, transaction logs, multiple abuse reports) so it doesn't happen very often.

Also, while we have been short on staff,we don't respond to every complaint in part because frequently there are multiple complaints tied to a single incident. In addition, at some point we have to stick with the decision we've made, and not argue it further.

Finally, I don't think our actions have changed over time regarding discipline, but we may have a disagreement about what constitutes an offense that warrants permanent banning.